[Resolved]  Voltas / Window 1.5 Ton AC — Overcharging / Non-responsive to customer query

Address:

Thane, Maharashtra

I have bought a 1.5 ton window ac from Voltas. Ever since I enquired about the dealer networt I have been facing problem with Voltas sales and aftersales service at every stage.

This is the worst company I have ever interacted with. They are not bothered about the customer and are not responding to any emails. Their exclusive dealer "Gharcool Enterprises" in Thane has overcharged me and I need some clarifications from the company but unfortunately they have choosen not to respond and let the matter die a slow death

Given below are the details have various emails sent to Voltas

From: Kishore Gera
Sent: Wednesday, May 05, 2010 4:36 PM
To: '[protected]@voltas.com'; '[protected]@voltas.com'; '[protected]@voltas.com'
Subject: FW: Reply: VIP-Vcare-10MR2500469-Kishore Gera-Mumbai
Importance: High


Hi,
Would appreciate a response from you.


Regards

Kishore Gera





[protected][protected][protected][protected]
From: Kishore Gera
Sent: Tuesday, April 27, 2010 2:27 PM
To: '[protected]@voltas.com'; '[protected]@voltas.com'; '[protected]@voltas.com'
Subject: FW: Reply: VIP-Vcare-10MR2500469-Kishore Gera-Mumbai
Importance: High


Hi,
Would appreciate a response. Not responding to a query will not automatically solve it. You need to come clear on this transaction. If you feel, as a customer I am wrong please communicate or take corrective action against the Dealer. Afterall he is your exclusive brand associate.

I would like the excess amount charged to me, to be refunded. This would atleat take care of future transactions by your authorised Dealer.

The issue is not about money but about the ethics. I am talking about Tata Code of Conduct.

Would appreciate to know what the Company feels about the transaction and the service level extended by your dealer.

Regards

Kishore Gera





[protected][protected][protected][protected]
From: Kishore Gera
Sent: Wednesday, April 21, 2010 10:53 AM
To: '[protected]@voltas.com'; '[protected]@voltas.com'; '[protected]@voltas.com'
Subject: RE: Reply: VIP-Vcare-10MR2500469-Kishore Gera-Mumbai
Importance: High


Hi,
Do take your time but would appreciate a reply. I need clarity on this transaction and the service levels.

Regards

Kishore Gera





[protected][protected][protected][protected]
From: Kishore Gera
Sent: Monday, April 19, 2010 4:02 PM
To: '[protected]@voltas.com'; '[protected]@voltas.com'; '[protected]@voltas.com'
Subject: FW: Reply: VIP-Vcare-10MR2500469-Kishore Gera-Mumbai
Importance: High


Dear Sir,
I have finally managed to get a invoice copy from your authorised Dealer - Gharcool, on Friday Evening.
While buying the AC I was comitted a price of Rs.16890/- plus octroi which would work out to Rs.17669/- which was promptly paid by me. Obviously if it is price + octroi then octroi receipt is required to be handed over to me. However, I was shocked when Gharcool handed over to me a invoice for Rs.17669/- against a comitted price of Rs.16890/- for Tata Employees.

How can the dealer bill me on a higher price under the pretext of this including octroi [which was supposed to be a reimbursement]. How can octroi be charged under Basic Price + VAT. Obviously, he has not paid any octroi on the AC which was delivered to my house. He had comitted a installation charge of Rs.350/-, however I have been submitted a receipt of Rs.500/- twds the same.

Even today, the installation report is pending. I have been handed over a installation report which has the name and the address of some other customer. My warranty card has also not been filled up by the dealer. I donot know my compressor serial no.

I am attaching the docs which have been given to me by Gharcool. I am the person who is being harrassed by the Dealer and when I brought these ir-regularities to his notice, he started accusing me of settling some kind of scores. I am not one of the silent sufferer hence taking this issue with Voltas Management.

My demands are not excessive. I am demanding my rights as a customer. After I have paid the money to a authorised dealer, I am supposed to get proper docs and the product delivered and installed at my house. These are basic rights of a customer.

I would like to know
1) Will my warranty be registered without the dealer filling up the warranty card
2) Can the dealer charge me more than the price listed down for Tata Employees. I have not yet paid his installation charges since he seems to have overcharged me on the Invoice.
3) Is Voltas not responsible for any of the acts and behaviour of his authorised dealer and take corrective action.
4) Is it a crime to fight for your Basic Right as a Customer.





Regards

Kishore Gera





[protected][protected][protected][protected]
From: Kishore Gera
Sent: Tuesday, April 13, 2010 3:59 PM
To: '[protected]@voltas.com'
Cc: [protected]@voltas.com; [protected]@voltas.com; [protected]@voltas.com
Subject: RE: Reply: VIP-Vcare-10MR2500469-Kishore Gera-Mumbai
Importance: High


Hi,
I am writing this mail to you after almost 12 days. I have not yet received Invoice Copy and the Octroi receipt, for which amount has been collected from me by the Dealer. I have been calling up the Dealer every alternate day and except for one day on which he offered to come to my house late in the night, nobody has visited me.

My warranty card has not yet been filled up by the dealer - Gharcool [Vikram].

This is really frustrating. I have nothing more to add. You can very well judge the service provided by your authorised dealer and the customer response. Everybody doesnot have the resources to get in touch with company officials. I have checked with couple of my friends who have VOLTAS AC and the after sales service feedback has been quite poor, quite understandable by the way your authorised dealer is behaving.

Would request you to please take up the responsibility and ask the dealer to provide basic service to customer. I need my Invoice Copy, Octroi receipt and the warranty card to be filled up by Gharcool.


Regards

Kishore Gera





[protected][protected][protected][protected]
From: [protected]@voltas.com [mailto:[protected]@voltas.com]
Sent: Thursday, April 01, 2010 4:37 PM
To: Kishore Gera
Cc: [protected]@voltas.com; [protected]@voltas.com; [protected]@voltas.com; [protected]@voltas.com
Subject: Reply: VIP-Vcare-10MR2500469-Kishore Gera-Mumbai



Dear Sir,

We acknowledge receipt of your mail and sincerely regret for the inconvenience caused to you with respect to delay in resolving your complaint.

Serv complaint has been resolved by our engineer. We have received report stating that problem has been resolved.

Looking forward for more opportunities to be of service to you.

Best Regards and Thanks,

Rakhee Patel,
UPBG - Service,
Voltas Ltd.
A TATA Enterprise
Customer Care (24x[protected] ,[protected], 6000 4555, SMS <AC> to 56677, email : [protected]@voltas.com, web : voltasac.com
----- Forwarded by Operator Op1/CALLCENTER/MUM/IN/VOLTAS on[protected]:15 PM -----
VCare/UPBG/MUM/IN/VOLTAS
[protected]:48 PM
To Rajesh Lanjekar/Service/MUM/IN/[protected]@VOLTAS
cc Venkatesh Madugula/Service/MUM/IN/[protected]@VOLTAS, Operator Op1/CALLCENTER/MUM/IN/[protected]@VOLTAS
Subject Fw: BAD and Incomplete Service by Gharcool Enterprises








Dear Sir,


Pls do needful.





Thanks & Regards

-----Forwarded by VCare/UPBG/MUM/IN/VOLTAS on 03/26/2010 04:48PM -----

To: <[protected]@voltas.com>
From: "Kishore Gera" <[protected]@titan.co.in>
Date: 03/25/2010 10:30AM
Subject: BAD and Incomplete Service by Gharcool Enterprises

Hi,
I am working for Titan Industries limited. I am a TATA EMPLOYEE. I stay in Kalyan [West] and I had to purchase a 1.5 ton Window AC and I was in a hurry. I visited some of the local shops and VIJAY Sales. There were exciting offers on all the ACs except for VOLTAS. Llyod had just introduced its AC in the market and were available at almost 40% discount to VOLTAS. However being a TATA Employee I thought I should purchase a TATA product.
I registered myself to the TATA WORLD and manage to get a list of authorised dealers for VOLTAS. I contacted Gharcool Enterprises in Thane [W]. I spoke to Vikram the person managing the shop [may be the owner] and told him about my requirements. I also told him about the urgency. He assured me that he will get the AC delivered within 2 days at my house against a cheque payment {cheque amount Rs.17669/-} and a copy of identity card.
I handed over the cheque to him on March 19th 2010 at my residence. RN No 947 has been issued to me by Gharcool Enterprises. I had the the electric connection and the space required for fitting the AC in place. I was told that the frame would require some modifications and the wood needs to be filled inside the hollow aluminium frame. I was told by Vikram that he would arrange for the carepenter within a day and get the AC installed by Sunday or latest Monday.
My agony started from there. There was no sign of the carpenter. I started following up with him and he kept assuring me that the carpenter would visit my house any moment. It went on till Monday afternoon. Monday evening a person called me up claiming to be a carpenter and assured me he will be at my house by 7.00 pm. Again my chase started and with every phone call I was assured that the carpenter would be at my house in next half an hour. Ultimately at 10:30, I decided that this is enough and I took a day off on Tuesday and arranged for the carpernter and got the work done. All this while the Shop Owner - Vikram had stopped attending my phone calls. I managed to get in touch with him on Tuesday afternoon and was assured that the AC would get delivered any moment. This went on till late evening after which I lost my cool and called up your call centre and spoke to the senior team.
Vikram landed up at my house at around 10 p.m. with the AC which was delivered against DC No 840 /23.03.10
AC Serial No is 4010903A09L034763. I was not handed over the Invoice and the Octroi receipt for which payment has already been collected from me. I was told that the installation would be done on the next day i.e. 24th Mar 10 and someone by the name Bhavesh would visit my house for installation. The AC has been dumped in my Bedroom.
I started calling up yesterday evening when no one turned up in my house for installation. I was assured that the person is on his way and would reach my house in next 15 minutes. This went on till 9:15 p.m. He stopped attending my phone calls after that and I kept on waiting till 11:00 p.m. after which i gave up. I have got 2 small kids in my house who were also getting impatient along with me.
Till now he has not switched on his mobile and is not picking up his landline. His contact nos are
[protected] /[protected] /[protected]
HAD I known this is how VOLTAS treats its TATA employee CUSTOMERS, I would have never dared to order for a VOLTAS AC. This is the worst experience with VOLTAS and no wonder people opt for foreign brands like LG and Samsung instead of VOLTAS.
If you feel that I have not been treated properly please blacklist this dealer and ask him to apologise. The least I would expect is that the Company personnel attends me for a installation on a urgent basis and restore my confidence in VOLTAS - a TATA Company. Tata companies are known for being customer friendly.
I would not hesitate to escalate this matter to BOMBAY HOUSE, incase i am not serviced as per the TATA Culture. I have taken photographs of the manner in which the AC has been dumped in my bedroom.
My contact No is [protected] /[protected]

Regards

Kishore Gera

[protected][protected][protected][protected]

From: [protected]@voltas.com [mailto:[protected]@voltas.com]
Sent: Thursday, March 18, 2010 12:41 PM
To: Kishore Gera
Subject: Voltas Contact Us
[IMAGE]

Mr/Ms Kishore Gera has submitted the following query.
Name Kishore Gera
Email [protected]@titan.co.in
City Kalyan
Phone [protected]
Type of Query Product Enquiry
Comments I want to buy a 1.5 ton window ac vertis plus. I had put up a query yesterday but no one has yet contacted me




Kindly do the needful.

Warm Regards
Team Voltas